Or the saga of the incorrect order
Listen up! This post takes concentration!
One of my favorite stores was offering a sale on hair color. It was an on-line thing. They don’t carry the brand in the store. They were selling a two-pack for half the price of a single. Incredible deal. I bought the limit which was four 2-packs. I received two that were correct, one that was the wrong color (why would someone think dark brown was a good substitute for dark blonde?) and it was one two-pack short. This was in the complicated territory.
My first try to correct it was to go to the local store. That proved futile. It was too complicated. They wanted me to call the customer service number. They wouldn’t let me return the incorrect color which would mean I’d have to send it back. Ack!
First call was to a person with a slight accent but I could understand her. She was having difficulty getting the gist of a two-pack because they always sell them in singles. She said she would send me a replacement for the incorrect color and the missing one. I received a confirmation that said I was getting two items. Technically that is correct as each two-pack was a single item yet my gut was suspicious. She also said to return the wrong one and she would send a prepaid mailing label. She didn’t. (Are you still with me?)
Within a week I received two boxes of the hair color (not two two-packs). Gah! I called again. I got a guy with a stronger accent. He also had a lot of difficulty understanding the concept of a two box set. They don’t normally sell it like that. (Yeah, yeah I know!) He wanted to break it down so he looked the product up and said it consisted of three tubes. How many tubes did I get?
This totally baffled me because it’s two tubes and a bottle. Going by individual items made it more confusing.
Technically I ordered 24 individual parts (or 8 boxes or 4 2-packs) but received 12 correct parts, was missing six and six were in boxes with the wrong color. In the wrong color boxes, only the color tube was wrong but it only came by the box. Did you follow that? Do you need another coffee? I sure do.
I tried to steer him back to “box.” It was hard. He was hooked on parts. He would be great in an auto parts place where there are lots of parts. Itty bitty individual parts. Maybe hardware with nuts and bolts and screws.
After much back and forth and eye rolling (on my part as it was clear this guy did not understand hair color), he promised to send out two more boxes (or a two-pack). Delivery is scheduled for today. Will it be right? We’ll see.
This is the second time I’ve gotten the wrong items when ordering hair color. I imagine a warehouse full of beauty products staffed by a bunch of guys with bizarre hairdos and no clue. No more blonde, throw in a brown. The customer won’t notice.
On a positive note, there was no queue and both customer service reps were pleasant and eager to please. Both of them required a discussion with their “supervisor.” (Do they really do that or is it a ruse to get another cup of coffee?”
It’s ironic that a two-pack cost $6 plus some change. For $12, I lost several hours of my time that I will never get back. It was the principle!
Saturday Night Live could make a skit. Anyone who colors their own hair would get it. During the skit the customer’s gray hair would be growing and by the end she would be more than half gray! Maybe all gray. Maybe all gray and wrinkled.
The store sent me three follow-up feedback requests. I finally responded after the last call and said my experience was a storyline for a skit. Haven’t heard back yet.